NPS and CSAT
The scale, question wording, and accepted range are configured per campaign.
AI customer surveys
A voice survey that stores both the score and the reason
OMO’s survey agent contacts a customer with approved context, requests an NPS or CSAT rating, validates the spoken number, captures open feedback, and stores the completion status. Reporting separates completed, partial, rejected, and technically interrupted calls so missing answers do not become survey results.Who is this for?
Clinics, service companies, support teams, and quality operations that need systematic post-service feedback.
What problems does it solve?
- Small and inconsistent feedback samples
- A numeric score without the reason behind it
- Incomplete calls mixed with completed survey responses
What can OMO do?
A practical system, not an isolated model.
Rating validation
A score is accepted only inside the selected range; uncertain speech triggers a short clarification.
Open feedback
After the rating, the agent asks why and stores the customer’s own words.
Completion control
The workspace separates completed, partial, rejected, and technical outcomes.
How it works
From the caller’s first sentence to a verified result.
- 01
Contextual introduction
The caller hears which visit, service, or order the survey concerns.
- 02
Capture the rating
The agent recognizes a spoken score and validates it against the configured scale.
- 03
Ask for the reason
Open feedback is stored as a transcript and may be organized into structured themes.
- 04
Complete and analyze
The final status and answers become available in the reporting workspace.
Evidence retained
Every completed action has an operational record.
- Rating and configured scale
- Open-feedback transcript
- Completion, rejection, or technical-interruption state
System boundaries
What OMO does not assume or promise.
- Sentiment is supporting analysis and does not replace the customer’s words.
- No response is not treated as a neutral score.
- Campaigns must follow applicable contact and consent rules.
Direct answers
Questions businesses ask before implementation.
Can OMO collect an NPS rating by voice?
Yes. A customer can say the score as a word or number. The system validates that it falls within the configured range before storing it.
Is the customer’s spoken comment retained?
Yes. Open feedback is stored in the transcript and, when recording is enabled, in the audio. The comment remains connected to the rating and session.
How is an incomplete survey recorded?
An incomplete or technically interrupted call receives its own status and is excluded from completed-response metrics.
Put this use case into a controlled workflow
Explore the relevant design choices, technical boundaries and recovery paths. These guides explain what to evaluate; they do not imply that every proposed integration is already available.
How to design a voice workflow around your business
A practical voice workflow design guide covering goals, questions, branches, data, approvals, exceptions and acceptance tests.
Georgian STT: turning speech into usable text
Understand Georgian speech recognition for voice agents: streaming transcripts, names, numbers, noisy calls and real-audio evaluation.
Voice AI built around your workflow
Design voice AI around your operations: branching, integrations, approvals and human handoff. Plan a tailored workflow with OMO.